Complaints Policy

1. Introduction

As an IT services provider for schools, academies and multi-academy trusts, Classroom365 Limited is committed to providing a high standard of service to our customers.

We value feedback and take complaints seriously. Where our service falls short of expectations, we aim to investigate concerns fairly, respond promptly and use feedback to improve our services.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about the standard of service, support, communication, conduct or response received from Classroom365.

Complaints may be made verbally or in writing.

3. How to Make a Complaint

Complaints can be made using the following contact details:

Telephone: 020 7952 5308
Email: complaints@classroom365.co.uk
Postal address: Classroom365 Limited, Crampton Primary School, Iliffe Street, London SE17 3LE

When making a complaint, please include:

  • your full name and contact details;
  • the name of your school, trust or organisation, where applicable;
  • a clear description of the issue;
  • the impact the issue has had;
  • any relevant dates, ticket numbers, emails, documents or supporting information;
  • the outcome you are seeking, where appropriate.

4. Our Complaints Process

When we receive a complaint, we will aim to:

  • acknowledge the complaint in writing within one business day;
  • record the complaint and assign it for review;
  • clarify the details where further information is needed;
  • investigate the matter fairly and objectively;
  • keep you informed of progress where the matter cannot be resolved quickly;
  • provide a written response or proposed resolution.

Some complaints may be resolved quickly. More complex complaints may require additional investigation, particularly where they involve technical issues, third-party suppliers, contractual matters or multiple parties.

5. Resolution of Complaints

Where possible, Classroom365 will aim to resolve complaints promptly.

If a complaint requires more time to investigate, we will explain the reason for the delay and provide an updated timeframe where possible.

A complaint will normally be treated as closed when:

  • we have provided a written response or resolution; and
  • the matter has been resolved, or no further response is received within 28 days of our final response.

If you contact us within 28 days to explain that the issue remains unresolved, we will review whether to reopen the complaint or escalate it.

6. Escalation

If you are not satisfied with the response to your complaint, you may request that the matter be escalated to a Director or member of the Senior Management Team for further review.

Where a complaint relates to a specific contract, service level agreement or project agreement, the relevant contractual terms may also apply.

7. Data Protection Complaints

If your complaint concerns how Classroom365 handles personal data, it will be reviewed in accordance with our Privacy Policy and Data Protection Policy.

You also have the right to raise concerns with the Information Commissioner’s Office if you are unhappy with how your personal data has been handled.

8. Continuous Improvement

Classroom365 uses complaints and feedback to identify improvements in service delivery, communication, processes, training and customer support.

Complaints may be reviewed as part of our internal management, quality and ISO improvement processes.

9. Related Policies

This policy should be read alongside our Terms and Conditions, Privacy Policy, Data Protection Policy and Code of Ethics & Anti-Bribery Policy.

Document control
Version: 2.0
Last reviewed: May 2026
Next review due: May 2027
Approved by: Board of Directors
Policy owner: Classroom365 Limited